Brief Description of Process 5.2.3 Manage customer complaints (10389)
5.2.3.1 Receive customer complaints (10397)
5.2.3.2 Route customer complaints (10398)
5.2.3.3 Resolve customer complaints (10399)
5.2.3.4 Respond to customer complaints (10400)
Detailed Narrative of Process
White Hot Heat Inc. is an online apparel company located in Miami. They provide Miami Heat fans with all the necessary clothing they need in a one stop shop. Occasionally their customers are dissatisfied with their purchases and they contact White Hot Heat Inc.'s customer service department in order to speak with a representative.
When the customer calls in, the customer service representative asks for their invoice number and full name. The customer then provides the customer
service representative with the invoice number and their full name. The representative enters the invoice number and the customers full name in to the system. Once entered, the system verifies the invoice number and displays the invoice. If the invoice is not validated, the representative routes the caller to a supervisor. If the invoice is validated, the customer service representative asks the customer what their complaint is. The customer relays their complaint to the customer service representative. The representative then enters the complaint in to the system.
Based on the details of the complaint provided by the customer, the system displays which department the representative should route the complaint to. Using that infomation, the customer service representative then contacts the appropriate department to resolve the complaint.
The department resolves the complaint internally.
The department then relays the solution back to the customer service representative. Once the representative gets the solution from the specific department, they respond to the customer with the solution.
Entity and Activity's Table
Data Flow Diagram's (Context and Level-0) and Flow Chart
5.2.3 Manage customer complaints (10389)
5.2.3.1 Receive customer complaints (10397)
5.2.3.2 Route customer complaints (10398)
5.2.3.3 Resolve customer complaints (10399)
5.2.3.4 Respond to customer complaints (10400)
Detailed Narrative of Process
White Hot Heat Inc. is an online apparel company located in Miami. They provide Miami Heat fans with all the necessary clothing they need in a one stop shop. Occasionally their customers are dissatisfied with their purchases and they contact White Hot Heat Inc.'s customer service department in order to speak with a representative.
When the customer calls in, the customer service representative asks for their invoice number and full name. The customer then provides the customer
service representative with the invoice number and their full name. The representative enters the invoice number and the customers full name in to the system. Once entered, the system verifies the invoice number and displays the invoice. If the invoice is not validated, the representative routes the caller to a supervisor. If the invoice is validated, the customer service representative asks the customer what their complaint is. The customer relays their complaint to the customer service representative. The representative then enters the complaint in to the system.
Based on the details of the complaint provided by the customer, the system displays which department the representative should route the complaint to. Using that infomation, the customer service representative then contacts the appropriate department to resolve the complaint.
The department resolves the complaint internally.
The department then relays the solution back to the customer service representative. Once the representative gets the solution from the specific department, they respond to the customer with the solution.
Entity and Activity's Table
Data Flow Diagram's (Context and Level-0) and Flow Chart